Builders Cancelled My Order - Agent Not Listening

Every time I order, Builders sends SMSes me to say it is ready. When I ordered about two weeks ago, I was phoned by Builders to say they would contact me when it was ready. I have not heard from Builders. This morning the site says the order has been cancelled. Why? I phoned the call centre only to be told by your agent before he even checked anything on his system and, ignoring what I had told him, that I had taken too long. I hung up on him. Get someone who checks the facts before speaking.